Subscription-based priority interactive help services on the internet

ABSTRACT

The present invention includes a method and apparatus for providing an e-help service over a network. The e-help service provides one or more action sequences, i.e., recommended courses of action, for specialized circumstances over a network, such as an Internet Protocol network. Subscribers subscribe to specific application areas, such as one or more application areas related to a subscriber&#39;s industry. The e-help service provider maintains information pertaining to application areas in one or more databases. When a user activates the e-help service, information corresponding to the present conditions of the user&#39;s circumstance is transmitted to the e-help service provider. The e-help service provider identifies one or more action sequences based upon a statistical analysis of the information received from the user and information stored in a database corresponding to the application area of the user. The action sequences having a high probability of success are transmitted to the user and provide one or more recommended courses of action.

RELATED APPLICATIONS

This application is a continuation of U.S. patent application Ser. No.11/471,818, filed Jun. 21, 2006, which was a continuation of U.S. patentapplication Ser. No. 10/881,632, filed Jun. 30, 2004, and which issuedas U.S. Pat. No. 7,089,329, which was a continuation of U.S. patentapplication Ser. No. 09/638,118, filed Aug. 14, 2000, which issued asU.S. Pat. No. 6,886,045. U.S. patent application Ser. No. 09/375,792,entitled “Method And Apparatus For Providing An Emergency MessageService On A Network” and originally filed Aug. 17, 1999, and U.S.patent application Ser. No. 09/365,944, entitled “Apparatus And MethodFor Providing A High Priority Service For Emergency Messages On ANetwork” and originally filed Aug. 2, 1999, are assigned to the assigneeof the present invention and are hereby incorporated by reference.

FIELD OF THE INVENTION

This invention relates to an apparatus and method for providing anemergency message service on a network.

BACKGROUND OF THE INVENTION

Currently, conventional emergency systems, such as 911 services, requirethat a user provide an emergency system operator with vital informationrelated to the emergency in order for the emergency service provider toprovide emergency help to the user. Such information can often bedifficult to convey to an emergency system operator due to the traumaassociated with an emergency, or simply a user's lack of knowledge ofthe vital information. Furthermore, for specialized circumstances, therecommended course of action may not be known or readily determined byan emergency system operator.

Hence, a need exists for providing help services over a network that canoffer recommended courses of action, especially for specializedcircumstances. In addition, a need exists for detecting presentconditions of a user's circumstance without substantial interaction by auser, and transmitting the detected information to a service provider.

SUMMARY OF THE INVENTION

It is desirable for a help service provider to store information relatedto specialized areas in order to provide aid, such as a recommendedcourse of action, to a user for circumstances relating to thespecialized areas. It is also desirable to provide aid that isstatistically calculated and optimized to benefit the user's currentcircumstance.

An aspect of the present invention provides a method that includesreceiving data and identifying at least one action sequence based upon astatistical analysis of at least the received data. The step ofidentifying an action sequence further includes identifying at least oneaction sequence based upon a statistical analysis of the received dataand stored data related to the received data and ranking each of theidentified action sequences based upon probability of success. Themethod further includes optimizing each of the identified actionsequences.

The method further includes comparing an alert level to a predeterminedcriterion when requested information is not received within apredetermined time period. A message is transmitted to at least one of apredetermined IP address and/or predetermined phone number, when thealert level is equal to a predetermined threshold.

In accordance with another aspect of the present invention, a system isprovided that includes a network and a service provider. The serviceprovider includes a processor, a database and a network interface. Theservice provider receives data, and the processor identifies at leastone action sequence based upon a statistical analysis of the receiveddata and information in the database related to the received data.

BRIEF DESCRIPTION OF THE DRAWINGS

The invention is described in detail with regard to the followingfigures, wherein like numeral references refer to like elements, andwherein:

FIG. 1 is a schematic block diagram of an emergency service systemaccording to the present invention;

FIG. 2 is a schematic block diagram of the terminal device of FIG. 1according to the present invention;

FIG. 3 is a schematic block diagram of an e-help center terminal coupledto the network according to the present invention; and

FIGS. 4-6 are flow-diagrams outlining exemplary processes for thepresent invention.

DETAILED DESCRIPTION OF THE INVENTION

FIG. 1 is an exemplary block diagram of an emergency service system 100according to the present invention. System 100 includes terminals 102,104 and 108 and e-help center terminal 106 coupled with network 101 viacommunication links 120. E-help center terminal 106 includes decisionengine 112 and database 116.

Network 101 may be a single network or a plurality of networks of thesame or different types. For example, network 101 may include a localtelephone network in connection with a long-distance network (e.g., AT&TWorldnet). Further, network 101 may be a data network or atelecommunications network, e.g., AT&T's Internet network, in connectionwith a data network. Any combination of telecommunications and datanetworks may be used without departing from the spirit and scope of thepresent invention. For the purposes of discussion, it will be assumedthat network 101 is an Internet Protocol network using high-priorityrouters for routing emergency messages, as described in U.S. patentapplication Ser. No. 09/365,944.

For example, network 101 is set up to prioritize emergency messages overnon-emergency messages, which are transmitted and received by aterminal, such as the e-help center terminal 106. Network 101 caninclude a plurality of high-priority routers for transmitting variousemergency messages between terminals connected with network 101. Thehigh-priority routers can each include a plurality of high-priorityqueues into which emergency messages designated as having ahigh-priority are stored for immediate handling by the high-priorityrouter. Each high-priority router can also include a regular priorityqueue in which data messages that do not include a high-prioritydesignation are then stored for later handling by the high-priorityrouter. Accordingly, when an emergency message having a high-prioritydesignation is sent via network 101, each high-priority routerrecognizes the priority of the data message and handles the emergencymessage in an expedited manner relative to the regular non-prioritymessages. Thereby, network 101 can transfer messages, which may includenumeric, graphic and voice information, in an expedited manner betweenterminals.

Furthermore, an emergency message may be configured to include apriority field in a header portion of the message that alerts thehigh-priority router of the priority designation. Alternatively, thehigh-priority router may be configured to automatically recognizemessages being sent through e-help center terminal 106 to a particularemergency service-providing terminal, as having a priority designation.For example, all of the data messages that are being sent to anemergency service-providing terminal, such as a hospital, a policestation or the like, can automatically be given a high-priority by theindividual high-priority routers of the network 101.

The plurality of communication links 120 may be any type of connectionthat allows for the transmission of information. Communication links 120may include wireless links to support, for example, mobile terminals orwire links. Some examples include conventional telephone lines, fiberoptic lines, direct serial or parallel connections, coaxial cables,cellular telephone connections, satellite communication links, localarea networks (LANs), intranets, and the like.

The terminals 102, 104, and 108 are maintained, for example, bysubscribers to e-help center 106 and support organizations (e.g.,hospitals, fire departments and ambulances). Terminals 102, 104 and 108may be devices of any type that allow for the transmission and receptionof communication signals. For example, terminals 102, 104, and 108 maybe computers, telephones, facsimiles, cellular telephones, personaldigital assistants, video telephones, telephone conference apparatuses,smart or computer assisted televisions, and the like. For the purposesof the following description of the present invention, it will beassumed that terminals 102, 104 and 106 are computers, which may bemobile or stationary.

Terminals 102, 104 and 108 may include the terminals described in U.S.patent application Ser. No. 09/375,792, which provide icons in agraphical-user interface. FIG. 2 is an exemplary block diagram of aterminal, such as terminal 102, 104 or 108; however, terminal 102 isused in FIG. 2 for illustration purposes. The terminal 102, 104 or 108includes a controller 200, a network interface 202, a display 206, aninput interface 208, and an emergency service module 210. The abovecomponents are coupled together through control/signal bus 212.Terminals without graphics capabilities or even without a display (suchas a telephone) can also be used.

The emergency service module 210 further includes a graphics generator214, an emergency message generator 216, a memory 218 and an inputdevice 220 that may include a sensor interface. The graphics generatorand the sensor interface are optional. The emergency service module 210can be a card containing the emergency services software and/or hardwarethat can be plugged into a user's terminal 102, 104 or 108 or a set ofinstructions that cause the user's terminal 102, 104 or 108 to operatein accordance with the present invention.

During operation of terminal 102, 104 or 108, for example, the emergencyservice module 210 instructs the controller 200 to display ahigh-priority icon on display 206 for selection by a user. Thehigh-priority icon graphic can be generated by the graphics generator214 and can further be a graphical icon on a computer's display, such asa graphic of an ambulance, or a button on a cellular phone which whendepressed enables a user to rapidly compose and transmit an emergencymessage including urgent information to emergency service terminal 106.The high-priority icon can be generated by software or hardware ondisplay 206.

During an emergency event, a user may select the high-priority icon by,for example, double-clicking on the icon to activate software thatprompts the subscriber for information to be sent to e-help centerterminal 106. After selecting the high-priority icon, the emergencyservice module 210 can instruct the controller 200 to subsequentlydisplay one or more dialog boxes on display 206 prompting the user forinformation.

The connection to the e-help center terminal can be established withoutthe icon as well, by dialing a pre-specified telephone number orestablishing contact to a pre-defined IP address.

Also, one or more sensors may be connected to emergency service module210 via input device 220, such as a sensor interface. Module 210 of FIG.2 may store information gathered by connected sensors and instructcontroller 200 to send information from sensors to e-help centerterminal 106 during an emergency event.

Each terminal 102, 104 and 108 includes an input interface 208 shown inFIG. 2, and the selections that are made by the user can be enteredusing any well-known input device connected to a terminal via inputinterface 208. For example, a user may enter a selection by touching atouch-sensitive display. Additionally, spoken commands may be translatedby voice recognition algorithms into selections. Furthermore, the inputinterface 208 can be configured to remotely receive commands from aremote control carried by or on the user. Also, e-help center terminal106 may include one or more input devices for maintaining andtrouble-shooting equipment, such as servers 302, 304, 306 and 308 (shownin FIG. 3).

E-help center terminal 106 is maintained by the e-help service providerand includes database 116 and a decision engine 112 shown in FIG. 1 forproviding, for example, instructions to a user's terminal, such asterminals 102, 104 and 108, during an emergency event and/ornotification to support organizations (e.g., hospitals, ambulanceservices, fire department and police).

For example, as shown in FIG. 3, e-help center terminal 106 may includeLAN 300, having servers 302, 304, 306 and 308. Network interface 320,which may include an edge router, is used to connect e-help centerterminal 106 to network 101 via communications link 120. Each server mayinclude its own IP address and, for example, may be dedicated to aspecific application area supported by the e-help service. Also, eachserver may include a database 116 that can store historical data andother information relevant to the application area the server issupporting. For example, server 302 may support an air travelapplication area, and database 116 in server 302 may include historicalinformation related to past scenarios of air travel during storms,emergency landings and important geographical and meteorological data.

Decision engine 112 of the e-help center terminal 106 of FIG. 1 mayinclude a processor used in a conventional server and software that runsalgorithms for determining, for example, a recommended course of actionfor the subscriber. Each server 302, 304, 306 and 308 may include adecision engine 112. Decision engine 112 can use information provided bythe subscriber, which may include sensor information, and informationfrom database 116 to provide a recommended course of action during anemergency. Each server 302, 304, 306 and 308 may also include backupsystems, such as backup power supplies and data storage, for minimizingdown-time.

FIG. 4 is a flow-diagram of a preferred embodiment of the presentinvention for providing the e-help center service to subscribers. Inorder to provide a thorough understanding of the preferred embodiment,the steps shown in FIG. 4 are discussed with respect to the occurrenceof an emergency, such as a fire in the cargo hold, taking place during aflight of an airplane. However, the e-help central service can beprovided for terminals located in a variety of locations, such as avehicle or building, and for a variety of applications. In addition, thee-help center service can be provided for emergency or non-emergencyevents.

In step 405 of FIG. 4 historical data including action sequences (i.e.,recommended courses of action) are stored in database 116 of the e-helpcenter terminal 106. Also, descriptive statistics are calculated usingthe historical data and stored in database 116. Historical data includesinformation relative to the application area that database 116 issupporting and can be provided by experts in the particular applicationareas and other reliable sources. Historical data also includes actionsequences, which are optimized in step 430 for each emergency event.Descriptive statistics include, for example, mean and standarddeviations calculated using historical data stored in database 116. Forexample, historical data including density of different air particles inan airplane are stored in database 116. Mean and standard deviations ofacceptable densities of certain air particles (e.g., smoke particles)for an airplane cargo hold are calculated and stored in database 116.The mean and standard deviation of the density of the smoke particlesare used to calculate a control limit (e.g., maximum density of smokeparticles) for calibrating a smoke alarm in the airplane cargo holdduring flight or at the terminal.

In step 410, the e-help center service is activated either by a user orautomatically by controller 200 of terminal 102. The user, such as apilot, can activate the e-help center service using input interface 208in terminal 102, which is located in the airplane. Upon activation, datafrom sensors connected to emergency service module 210 via input device220 is transmitted with a high-priority designation, for example, to anIP address of a server in e-help center terminal 106 that is designatedfor air-travel. Also, controller 200, located in terminal 102, canperiodically monitor data from sensors connected to emergency servicemodule 210 via input device 220. Controller 200 can automaticallyactivate the e-help service and transmit sensor-data to e-help centerterminal 106 after detecting an emergency event using the data from thesensors and relying on the decision engine 112. For example, controller200 receives data including the density of smoke particles from thesmoke detector calibrated in step 405 and compares the density to thecontrol limit calculated in step 405 to detect an unacceptable densityof smoke particles indicative of a fire. If an unacceptable density ofsmoke particles is detected, controller 200 transmits the data to e-helpcenter terminal 106, and the e-help service is activated in step 410.Also, a user can input data via input interface 208 that relates to thecurrent conditions of the present circumstance for which the user isrequesting help to activate the e-help service in step 410.

In step 415, e-help center terminal 106 sets an alert level equal to oneand sends level one alerts to predetermined IP addresses. For example,if an unacceptable density of smoke particles is detected, a level onealert is transmitted to a control tower for the nearest airport and afire department in proximity to the airport.

In step 420, decision engine 112 of the e-help center terminal 106 runsa statistical model for determining the probability of success forpossible action sequences based upon current conditions. The statisticalmodel can include, for example, a logistic regression, a survivalanalysis model, such as the Cox survival model, or a rule-based systemused in conjunction with a statistical model. For example, decisionengine 112 runs a logistic regression model that has been fitted tohistorical data previously stored in database 116. Substituting thepresent values of the variables (e.g., from input interface 208 and/orfrom sensors connected to input device 220), this model calculates avalue that increases as the probability of success increases.

For example, if an unacceptable density of smoke particles is detected,information such as the density of smoke particles, current location andamount of fuel is transmitted to e-help center terminal 106. Thereceived information is used in a logistic regression model to calculatethe probability of successful landing at different places, such asairports, highways, or even on the ocean. It also determines the stepsnecessary to achieve each solution.

From the results of the statistical modeling, decision engine 112selects action sequences having a high probability of success and ranksthe action sequences according to probability of success in step 425.Decision engine 112 can identify at least three action sequences havingthe three highest probabilities of success and can rank them fromhighest to lowest probability of success. For example, if the density ofsmoke particles detected in the cargo hold exceeds the control limit,decision engine 112 identifies the following ranked action sequences:(1) land at nearest airport, (2) land on nearest highway and (3) landimmediately.

In step 430, the identified and ranked action sequences are transmittedto terminal 102 and notification of the identified action sequences isprovided at terminal 102. Simultaneously, decision engine 112 optimizesthe identified action sequences from step 425. Notification of theranked action sequences at terminal 102 includes, for example,displaying by rank and/or audio notification. Optimization techniquesperformed by decision engine 112 include, for example, linearprogramming and stochastic programming. Optimization can be used todetermine the best realization of an action sequence. For example, theairplane with the unacceptable density of smoke particles in the cargohold is flying from New York to Geneva and has already left the coast.The identified action sequence having the highest probability of successis to turn around and land at the closest airport. The optimization willevaluate whether dumping fuel increases or decreases the probability ofsuccessful landing. Under some circumstances it increases thisprobability; but if the smoke is so strong that either immediatemalfunction of some equipment or the loss of mental alertness ofpersonnel is a factor, then dumping the fuel decreases the probabilityof success. Optimization uses the information stored in the database 116related to, for example, information about earlier similar events,results of simulation studies and opinions of expert panels. Decisionengine 112 transmits the results of the optimization to terminal 102 instep 440, and terminal 102 provides notification of the optimizedresults, for example, by displaying the results and/or providing audionotification.

Because two-way communication between the user and e-help centerterminal 106 is established, e-help center terminal 106 can requestfeedback from the user after providing notification. After the resultsof the optimization are transmitted to terminal 102, e-help centerterminal 106 can request feedback from the user in step 505 (FIG. 5).For example, for the airplane containing terminal 102, e-help centerterminal 106 can request feedback concerning the present condition ofthe pilot and the airplane's system. In step 510, decision engine 112determines whether feedback has been provided. For example, decisionengine 112 can determine whether e-help center terminal 106 has receivedany data from terminal 102 within a predetermined time of requesting thefeedback. If feedback is not received from terminal 102 within thepredetermined time, the alert level is increased in step 605 of FIG. 6.If feedback is received from terminal 102 within a predetermined time,e-help center terminal 106 ascertains whether to continue the e-helpservice in step 515. For example, the user may be prompted with aquestion asking the user whether to continue the e-help service orterminate the current session. If the user sends a request to terminatethe e-help service, the service is terminated in step 520. If the usersends a request to continue the service, decision engine 112 determineswhether the alert level should be increased in step 525. Based onsensor-data received from terminal 102 and/or user feedback indicating ahigh level of emergency, decision engine 112 determines whether toincrease the alert level by one in step 530. For example, using the datatransmitted from terminal 102, decision engine 112 may determine thatthe amount of smoke in the cargo hold is increasing rapidly and otherairplane systems are malfunctioning. Therefore, decision engine 112increases the alert level in step 530. Also, the user may providefeedback indicating an increased state of emergency, and decision engine112 increases the alert level. In step 535, decision engine 112determines whether the alert level has reached a high-alert criterion bycomparing the alert level to the high-alert criterion. If the alertlevel equals the high-alert criterion, e-help center terminal 106 sendsa high-alert level notification to predetermined IP addresses and/orphone numbers of, for example, hospitals and other emergency serviceproviders in close proximity in step 620 of FIG. 6. If the high-alertcriterion is not reached, statistical models are run in step 420. Also,if decision engine 112 determines that the alert level should not beincreased in step 525, statistical models are run in step 420.

If no feedback is provided by the user within a predetermined timeperiod in step 510, the alert level is increased by one in step 605 ofFIG. 6, and e-help center terminal 106 attempts to contact terminal 102using other modes of communication in step 610. Also, the feedbackprovided by the user or the data from the sensors transmitted to e-helpcenter terminal 106 may indicate that the alert level should beincreased. For example, using the data transmitted from the airplane,decision engine 112 may determine that the amount of smoke is increasingrapidly and other airplane systems are malfunctioning. Therefore,decision engine 112 automatically increases the alert level. Also, theuser may provide feedback indicating an increased state of emergency,and decision engine 112 increases the alert level. In step 615, thealert level is compared to the predetermined high-alert criterion. Ifthe alert level equals the high-alert criterion, e-help center terminal106 sends a high-alert level notification to predetermined IP addressesand/or phone numbers of, for example, hospitals and other emergencyservice providers in close proximity and step 620 is deployed. Thepredetermined IP addresses and phone numbers can be applicationspecific. In step 615, if the alert level is not equal to the high-alertcriterion, e-help center terminal 106 requests feedback, as shown instep 505.

In addition to emergency help, the e-help service can providenon-emergency help to subscribers. Non-emergency help may not usehigh-priority designations for routing. Also, non-emergency help may beelevated to emergency help, upon recognition of emergency conditions.

Also, the e-help service is subscription-based. Subscribers subscribe toapplication-specific areas and can be billed according to eachsubscribed application. Billing may be on a per-use or periodic, such asmonthly, basis. Also, subscribers can have access to the e-help servicefor application areas not previously subscribed to, but subscribers maybe billed at a higher rate for those services.

What has been described are the preferred embodiments of the presentinvention. It, however, will be apparent to those skilled in the artthat it is possible to embody the invention in specific forms other thanthose disclosed in the preferred embodiments described above. This maybe done without departing from the spirit of the invention, and thepreferred embodiments are merely illustrative and should not beconsidered restrictive in any way. The scope of the invention is givenby the appended claims, rather than the preceding description.

1. An emergency help system operated by a service provider for receivingdata from a user and for providing messages to an emergency serviceprovider, comprising: the service provider including a processor, atleast one database and a communications interface, the service providersystem: identifying at least one action sequence related to the receiveddata; transmitting the at least one identified action sequence to theuser; transmitting a request for feedback to the user; establishingdifferent alert levels that correspond to responses to different statesof emergency; increasing an alert level when either the requestedfeedback is not received from the user within a predetermined time orthe requested feedback from the user indicates a need for assistance byemergency service providers; comparing the alert level to apredetermined criterion; and transmitting a message to an emergencyservice provider when the alert level equals the predeterminedcriterion.
 2. The emergency help system of claim 1 wherein the processoris arranged to identify the at least one action sequence by: identifyingat least one action sequence having a high probability of success by:selecting a plurality of stored action sequences having a highprobability of success; ranking each of the selected action sequencesbased upon probability of success; and optimizing each ranked actionsequence based upon the received data.
 3. The system of claim 1, whereinthe system includes an Internet Protocol network and the serviceprovider communications interface connects to the Internet Protocolnetwork.
 4. The system of claim 1, wherein the at least one databaseincludes a plurality of databases, and each of the plurality ofdatabases stores action sequences related to a distinct applicationarea.
 5. The system of claim 1, further comprising a network, a userterminal including a controller, a network interface, an inputinterface, a display and an emergency module, wherein the user terminalis coupled to the network via the network interface and the userterminal transmits the data to the service provider via the network. 6.The system of claim 5, wherein the service provider transmits theidentified at least one action sequence to the user terminal through thenetwork, and the user terminal displays the identified at least oneaction sequence on the display.
 7. The system of claim 5, furthercomprising a sensor interface coupling the user terminal with at leastone sensor.
 8. The system of claim 7, wherein the data received by theservice provider is data transmitted from the user terminal thatincludes any one of data from the at least one sensor, data input by auser via the user interface and data from both the at least one sensorand input by a user via the user interface
 9. An emergency help methodoperated by a service provider for receiving data from a user and forproviding messages to an emergency service provider comprising the stepsof: identifying at least one action sequence related to the receiveddata; transmitting the at least one action sequence to the user;transmitting a request for feedback to the user; establishing differentalert levels that correspond to responses to different states ofemergency; increasing the alert level when either the requested feedbackis not received within a predetermined time or the requested feedbackindicates a need for assistance by emergency service providers;comparing the alert level to a predetermined criterion; and transmittinga message to an emergency service provider when the alert level equalsthe predetermined criterion.
 10. The method of claim 9, wherein the stepof identifying at least one action sequence further comprises:identifying at least one action sequence having a high probability ofsuccess by: selecting a plurality of action sequences having a highprobability of success; and ranking each of the selected actionsequences based upon probability of success.
 11. The method of claim 10,further comprising a step of: optimizing each ranked action sequencebased upon the received data.
 12. The method of claim 11 furthercomprising a step of: transmitting each optimized action sequence to auser terminal.